I bet that it was because the system recovery was on. You should just ask them and let me know
Well, paid AV programs allow you to work with a tech from the AV provider if you can not correct a virus problem. We experience this at work. We have ESET on our work computers. A coworker got a virus that no matter what we did with ESET any anti-virus program/malware program the virus would shut it down. Then the virus would rename itself. After two hours we called ESET and it took about an hour with ESET to get rid of the virus. Then ESET said to send in the virus as it was a new one to ESET. Without ESET we would still be working on the issue. So the decision is yours.
No, we shut down recovery. We are not entirely inept:D. We tried Restore. No good. We loaded Malwarebytes and it would start then the virus would shut it down. There were new registry entries found. ESET was shut down. We then tried several other malware programs. All got shut down. Then ESET said to load Combofix. This was able to run it's full course, isolate and elimate the virus/trojan. It was the nastiest virus I have seen. When you logged onto the internet any old page would load. Just nuts. When it was done ESET said to send in the quartined package as this looked to be a new threat. Man, what a bit in the but.